Job description
Ziegler CAT has an opening for a Business Support Manager. This position is responsible for the oversight of Ziegler’s overall product support business requirements focusing on parts and service administrative processes and systems that support those processes. This position is responsible for establishing operational policies and procedures aligned with our core values. This position is also responsible for seeking ways to continuously improve our product support business processes as well as resolving system or process problems and implementing change as necessary.
This position is responsible for the supervision of the product support administrative team personnel.
This position focuses on accomplishing business objectives by producing value-added systems and processes that empower all company personnel to provide superior customer service both internally and externally.
This position is responsible for the supervision of the product support administrative team personnel.
This position focuses on accomplishing business objectives by producing value-added systems and processes that empower all company personnel to provide superior customer service both internally and externally.
Responsibilities:
- Meets and responds to needs of internal customers in a professional and timely manner
- Coach team members on how to interact with internal customers in a timely and professional manner
- Define administrative staff training needs on systems and processes
- Contribute to applicable training curriculum for parts, and service administrative personnel on applicable systems and processes
- Oversee parts & service administrative training offerings and delivery methods
- Define system configuration or enhancements needed to support best practice processes
- Define parts & service KPI’s and how to extract data to create dashboards
- Determine if request for change is realistic and propose solutions that better align with multiple business units similar processes
- Support organizational strategies by contributing information, analysis and recommendations to strategic thinking and direction; establishing functional objectives in line with organizational objectives.
- Establish operational strategies aligned with customer-service strategies; define system needs, resolve problems and implement change.
- Review and manage product support data requests:
- Work with business leaders to determine what data is needed to make business decisions
- Extract data from business system to address business needs as requested/necessary
- Gatekeeper for ZNET parts and service pages
- Manages workflow within the department by establishing operating procedures and policies and prioritizing, assigning and monitoring work assignments
- Review and enhance existing processes in department for greater efficiency
- Performs yearly performance reviews of direct reports and provide ongoing feedback as necessary
- Provide support to users on systems, processes and daily business related tasks
- Resolve unique parts and service invoice issues
- Resolve workplace conflicts, taking appropriate, respectful and consistent action to resolve performance issues
- Review all parts and service user authority requests and approve or deny as necessary
- Stay up to date on business system updates and new applications implemented
- Test new and upgraded software applications
- Work with front line users and management to determine best practices
- Works in a cooperative manner with team and superiors
Qualifications:
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Bachelor’s degree preferred
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5+ years of customer service experience
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5+ years of direct supervisory experience
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Advanced knowledge of MS Office
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Strong technical aptitude with computer systems and updating business processes
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Personal attributes: Creative Thinking, Critical Thinking, Attention to Detail, Leadership Orientation, Consideration for Others, Customer Focus
Travel:
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Up to 10% travel
- IndO
Minimum Physical Requirements:
- Using hands, talking, hearing.
This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Ziegler Inc. will reasonably accommodate the known disabilities of qualified disabled individuals.
Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color or creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, status with regard to public assistance, membership or activity in a local commission dealing with discrimination, or any other protected class status.
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Special Assistance Request Form | Ziegler CAT
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